Canadian Call Management Association
The National Voice for the Telephone Answering Service & Call Centre Industry
Stay tuned for 2022 Spring and Fall program details
VIRTUAL COACH U Fall 2021
A great success!
September 14, 15 & 16
COACH U Leadership Training Fall 2021
Tuesday, September 14 – Theme: Transitioning back to ‘Normal’ Pre Pandemic
1:00 – 1:05pm Opening remarks
1:05 – 2:00pm Remotes – transitioning back to the office with Jessica Snow
2:05 – 3:00pm Dealing with Difficult people with Marley Toy
3:05 – 4:00pm Networking Break Out Rooms
Wednesday, September 15 – Theme: Change Management
1:00 – 1:05pm Ice Breaker
1:05 – 2:00pm Transitioning to a Leadership Role with Barbara Bradbury
2:05 – 3:00pm Continuous Change – How to coach fear and resistance from staff that feel intimidated with Sherry Oxner
3:05 – 4:00pm Networking Break Out Rooms
Thursday, September 16 – Theme: Mental Health & Stress
1:00-1:05 Ice Breaker
1:05 – 2:00 Coping with Stress, Goal Setting & Learning to Listen
With Gloria Tonne
2:05 – 3:00 Prioritizing Important & Urgent with Jennifer Huddleston
3:05 – 4:00 Networking Break Out Room
COACH U 2019
Another year has passed and another amazing COACH U has enriched our lives. This year, we had amazing sessions that helped us build new skills that we will take back to our daily work lives and help us strengthen the organizations we serve.
Julianna Cantwell
Exceptional Leadership Workshop
Comments from the delegates:
“I really enjoyed this workshop. It is immediately relevant to my daily tasks as a supervisor/manager. I also found that Julianna spread out the topics in a smart way and had lots of activity breaks (group conversations etc) which helped to break it up and make sure it didn’t feel like a lecture. It felt very interactive and engaging.”
“I thought Julianna was wonderful and I walked away from the session feeling confident that I had the ability and now knowledge to be a better leader and confront feedback with others in a constructive way.”
“This was a great session. I am already finding opportunities to put some concepts into practice.”
“Amazing!”
Learn more here:
Roundtable Networking
Delivering Disciplinary Type Feedback
With Leisa McDonald
Setting Goals for Self and Others: SMART Planning
With Gloria Tonne
Bud to Boss
With Leslie Wilson
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Doug Swift
Culture in the Workplace
Doug shared with us the process and habits that produce a healthy work culture where people are happy to come to work and are able to find meaning and fulfillment in their work.
What the 2019 delegates had to say:
“The opportunity to network with my peers is so valuable to me. I get inspired talking to others and listening to how they tackle particular issues in the call centre. All of the leaders at each table did an amazing job! Thank you!”
“This session was very thought provoking for me. Doug is a wonderful speaker and story teller. I loved that he shared the growth of culture in his own organization and what it meant to the staff and the whole team.”